SmallTalk: Developing Thai Airways Cabin Crew’s English Speaking Competency

Abstract

In the airline industry where effective communication is paramount, precise communication is needed for the flight deck crew in dealing with ground control in various countries around the world. A strict register in English is used for this form of communication, a kind of ‘airspeak’. Less obvious, but equally vital, is the ability of the cabin and ground crew to communicate effectively with the passengers. Emergency procedures are generally fairly formulaic as are the announcements on departure and arrival. However, a major concern for airlines has become the ability of the cabin crew to communicate with more than just ‘transactional’ conversational competence. This article discusses the outcome of a small scale study, to introduce more interactional competence in the cabin crews, conversation with passengers.